Enthusedtone fromstart tofinishBuild rapportaround thesmart deviceMentionedtheoutboundscriptRecapped the callprior toending/transferringAssured thecustomerthat we canassistFollowed theproper 5-point holdprocedureProvidedclearinstructionsUsedtoolsTroubleshootedthe issuebeforetransferringDidn'tover talkthecustomerAssistedin thegroupchatAsked "if there'sanything else toassist with" priorto transfer/callendingDeliveredanexceptionalexperienceAnswered thecall within 10seconds (micdown vs up)Ready to takethe callBrandedthe callTailored theempathystatement tothe reasonfor callingLeftdetailednotesReassuredthe customerwith 3 powerwordsAcknowledgethe customerby their nameWarmTransferAskedprobingquestionsOwned theresolutionwith positivephrasingSharedbestpracticeswith a peerSent anACE toa peerConfirmed thereason forcalling outsideof thecompassionstatementDispositionedthe callproperlyCelebratedwins with thecustomer(reassurance)RemainedconversationalScheduleda callbackEnthusedtone fromstart tofinishBuild rapportaround thesmart deviceMentionedtheoutboundscriptRecapped the callprior toending/transferringAssured thecustomerthat we canassistFollowed theproper 5-point holdprocedureProvidedclearinstructionsUsedtoolsTroubleshootedthe issuebeforetransferringDidn'tover talkthecustomerAssistedin thegroupchatAsked "if there'sanything else toassist with" priorto transfer/callendingDeliveredanexceptionalexperienceAnswered thecall within 10seconds (micdown vs up)Ready to takethe callBrandedthe callTailored theempathystatement tothe reasonfor callingLeftdetailednotesReassuredthe customerwith 3 powerwordsAcknowledgethe customerby their nameWarmTransferAskedprobingquestionsOwned theresolutionwith positivephrasingSharedbestpracticeswith a peerSent anACE toa peerConfirmed thereason forcalling outsideof thecompassionstatementDispositionedthe callproperlyCelebratedwins with thecustomer(reassurance)RemainedconversationalScheduleda callback

HERO Bingo - Call List

(Print) Use this randomly generated list as your call list when playing the game. Place some kind of mark (like an X, a checkmark, a dot, tally mark, etc) on each cell as you announce it, to keep track. You can also cut out each item, place them in a bag and pull words from the bag.


1
G
2
O
3
B
4
N
5
I
6
N
7
O
8
G
9
I
10
N
11
I
12
O
13
O
14
G
15
B
16
B
17
O
18
B
19
N
20
I
21
G
22
O
23
N
24
G
25
G
26
I
27
B
28
I
29
B
  1. G-Enthused tone from start to finish
  2. O-Build rapport around the smart device
  3. B-Mentioned the outbound script
  4. N-Recapped the call prior to ending/transferring
  5. I-Assured the customer that we can assist
  6. N-Followed the proper 5-point hold procedure
  7. O-Provided clear instructions
  8. G-Used tools
  9. I-Troubleshooted the issue before transferring
  10. N-Didn't over talk the customer
  11. I-Assisted in the group chat
  12. O-Asked "if there's anything else to assist with" prior to transfer/call ending
  13. O-Delivered an exceptional experience
  14. G-Answered the call within 10 seconds (mic down vs up) Ready to take the call
  15. B-Branded the call
  16. B-Tailored the empathy statement to the reason for calling
  17. O-Left detailed notes
  18. B-Reassured the customer with 3 power words
  19. N-Acknowledge the customer by their name
  20. I-Warm Transfer
  21. G-Asked probing questions
  22. O-Owned the resolution with positive phrasing
  23. N-Shared best practices with a peer
  24. G-Sent an ACE to a peer
  25. G-Confirmed the reason for calling outside of the compassion statement
  26. I-Dispositioned the call properly
  27. B-Celebrated wins with the customer (reassurance)
  28. I-Remained conversational
  29. B-Scheduled a callback